Honda Financial Services review: 2018 crv failed transmission

This letter serves as a request for clarification regarding the rejection of my goodwill claim, as well as an appeal for reconsideration as I believe there has been an oversight in evaluating my vehicle situation. I would like to provide additional information that I believe would shed new light on my situation. I believe that a comprehensive review of my appeal will demonstrate that the decision does not accurately reflect the Honda Company’s commitment to meeting the expectations of customers, nor does it reflect my own commitment to the Honda Company as a repeat customer for over a decade.

About two weeks ago, my 2018 Honda CRV came to a full stop while driving on the highway. After spending the entire night stuck in the car with trucks and other vehicles driving past and almost hitting us, we were finally towed and brought to Lia Honda Brewster. If we weren’t on the right side of the road and preparing to take the exit, we would have been killed by the trucks speeding past us. At Lia Honda Brewster we learned that the transmission had failed and would cost 7,800 dollars to repair. This came as a shock because per the recommendations stated on Honda’s website, the transmission should be serviced every 50,000-100,000 miles and attached to this email is the paperwork proving that the car along with the transmission had been serviced according to Honda’s recommendation. As I did not misuse nor operate the car incorrectly, I am led to believe that the transmission had been defective.

In New York State, Product Liability Laws place strict liability on manufacturers and automakers for defects in their car. Under these laws, a car must perform or meet the standard for which they were intended, meaning that I, the customer, can reasonably expect that I will not have problems operating the vehicle and expect the vehicle to be safely drivable.

I am surprised as well as upset at Honda’s negligence and lack of accountability, but also because of the lack of support in this situation where the Honda Company is clearly liable. Again, as a repeat customer for over a decade and having spent about 200,000 dollars on Honda vehicles including the 2005 Odyssey, 2009 Honda Accord, 2016 CRV, 2018 CRV, and 2020 CRV, I am completely disappointed.

I have now been without my vehicle for three weeks waiting for the decision on my goodwill claim, which was rejected after providing Lia Honda Brewster and Honda Corporation with all the paperwork they claimed would greatly lead to favorable outcome. Lia Honda Brewster’s service department claimed that I had only serviced the car once; however, that is definitely not true. Our vehicles are regularly serviced including; transmissions, tires, breaks and wipers, etc.

Unfortunately, the vehicle is not designed to alert drivers of a transmission failure similar to the engine service lights indicator.

Without consideration or sympathy, you have rejected our claim when the facts show that the transmission failure occurred because it was defect, not because I had not serviced the vehicle as the paperwork shows.

As I believe, there has been an oversight when reviewing my case, I respectfully ask that you review the supporting documentation provided which demonstrates that the vehicle was serviced according to Honda Corporation recommendations.